This is a remote position.
Role Overview
We are looking for an experienced and customer-focused Senior UX Consultant to evaluate, improve, and transform the usability and overall customer experience of enterprise applications and digital platforms.
The ideal candidate will have strong expertise in usability analysis, UX research, application testing, customer journey optimization, and experience improvement strategies. This role will focus on identifying user pain points, providing actionable design recommendations, and developing structured usability improvement roadmaps.
The successful candidate should be capable of working closely with business stakeholders, product teams, designers, and engineering teams to ensure applications deliver intuitive, efficient, and engaging experiences. A key focus of the role will be improving customer satisfaction and contributing to enhanced Net Promoter Score (NPS) and overall customer experience.
Key Responsibilities
Usability Analysis & UX Assessment
- Conduct comprehensive usability assessments of existing applications and digital platforms.
- Identify usability issues, friction points, navigation challenges, and gaps in the overall user experience.
- Perform heuristic evaluations and analyze applications against established UX best practices.
- Assess user journeys and identify opportunities to simplify and improve interactions.
UX Recommendations & Design Suggestions
- Provide actionable UX and design recommendations based on usability findings.
- Recommend improvements to user flows, navigation, information architecture, interaction design, and overall usability.
- Collaborate with UI/UX designers and development teams to translate findings into practical improvements.
- Ensure recommendations are aligned with user needs and business objectives.
Usability Improvement Roadmap
- Develop structured usability improvement roadmaps.
- Prioritize recommendations based on customer impact, business value, complexity, and implementation feasibility.
- Define short-term, medium-term, and long-term UX improvement initiatives.
- Track the progress and impact of usability improvements.
Application Testing & Customer Experience
- Test applications from an end-user and customer experience perspective.
- Conduct usability testing to validate application workflows and design improvements.
- Identify issues that may negatively impact customer satisfaction or adoption.
- Evaluate the end-to-end customer journey across digital touchpoints.
- Ensure applications deliver a seamless, intuitive, and consistent customer experience.
Customer Experience & NPS Improvement
- Identify experience gaps that may impact customer satisfaction and loyalty.
- Recommend initiatives to improve customer engagement and overall experience.
- Work with stakeholders to establish measurable UX and CX improvement goals.
- Support initiatives focused on improving Net Promoter Score (NPS) and other customer experience metrics.
- Analyze customer feedback and usability findings to drive continuous improvements.
Stakeholder Collaboration
- Work closely with Product Managers, Business Analysts, UI/UX Designers, Developers, and QA teams.
- Conduct workshops and discussions with stakeholders to understand user and business challenges.
- Present usability findings, recommendations, and improvement roadmaps to business and technical stakeholders.
- Advocate for a user-centered and customer-focused approach throughout the product lifecycle.
Required Skills & Experience
-
10 to 12 years of experience in UX, Usability Consulting, Customer Experience, or Digital Experience.
- Strong experience conducting usability analysis and heuristic evaluations.
- Hands-on experience with usability testing and application experience assessment.
- Strong understanding of user-centered design principles.
- Experience developing UX and usability improvement strategies and roadmaps.
- Strong experience in customer journey mapping and identifying user pain points.
- Ability to provide actionable design and usability recommendations.
- Experience working with enterprise or customer-facing applications.
- Strong stakeholder management, communication, and presentation skills.
- Ability to connect UX improvements with measurable customer and business outcomes.
- Experience working in Agile product development environments.
Primary Skills
UX & Usability
- UX Consulting
- Usability Analysis
- Usability Testing
- Heuristic Evaluation
- User Experience Assessment
- User-Centered Design
- UX Research
- User Journey Analysis
- Customer Journey Mapping
- Information Architecture
- Interaction Design
- User Flow Analysis
Customer Experience
- Customer Experience (CX)
- Digital Experience (DX)
- Customer Journey Optimization
- Customer Satisfaction
- Net Promoter Score (NPS)
- Customer Feedback Analysis
- Experience Optimization
Strategy & Improvement
- UX Strategy
- Usability Improvement Roadmaps
- UX Recommendations
- Design Recommendations
- Experience Transformation
- Continuous Improvement
- Experience Metrics and KPIs
Application Evaluation
- Application Testing
- Functional Experience Testing
- End-to-End Journey Testing
- User Acceptance Perspective
- Accessibility Awareness
Secondary Skills / Good to Have
- Figma
- Adobe XD
- Sketch
- Miro
- Axure
- InVision
- Hotjar
- Google Analytics
- Adobe Analytics
- Product Analytics
- A/B Testing
- Design Systems
- Design Thinking
- Service Design
- Persona Development
- Empathy Mapping
- Workshop Facilitation
- Voice of Customer (VoC)
- Customer Feedback Platforms
- Accessibility Standards / WCAG
- Agile / Scrum
- DesignOps
- Product Management Collaboration
- Insurance or Financial Services Domain Experience
Requirements
Required Skills & Experience
-
10 to 12 years of experience in UX, Usability Consulting, Customer Experience, or Digital Experience.
- Strong experience conducting usability analysis and heuristic evaluations.
- Hands-on experience with usability testing and application experience assessment.
- Strong understanding of user-centered design principles.
- Experience developing UX and usability improvement strategies and roadmaps.
- Strong experience in customer journey mapping and identifying user pain points.
- Ability to provide actionable design and usability recommendations.
- Experience working with enterprise or customer-facing applications.
- Strong stakeholder management, communication, and presentation skills.
- Ability to connect UX improvements with measurable customer and business outcomes.
- Experience working in Agile product development environments.
Primary Skills
UX & Usability
- UX Consulting
- Usability Analysis
- Usability Testing
- Heuristic Evaluation
- User Experience Assessment
- User-Centered Design
- UX Research
- User Journey Analysis
- Customer Journey Mapping
- Information Architecture
- Interaction Design
- User Flow Analysis
Customer Experience
- Customer Experience (CX)
- Digital Experience (DX)
- Customer Journey Optimization
- Customer Satisfaction
- Net Promoter Score (NPS)
- Customer Feedback Analysis
- Experience Optimization
Strategy & Improvement
- UX Strategy
- Usability Improvement Roadmaps
- UX Recommendations
- Design Recommendations
- Experience Transformation
- Continuous Improvement
- Experience Metrics and KPIs
Application Evaluation
- Application Testing
- Functional Experience Testing
- End-to-End Journey Testing
- User Acceptance Perspective
- Accessibility Awareness
Secondary Skills / Good to Have
- Figma
- Adobe XD
- Sketch
- Miro
- Axure
- InVision
- Hotjar
- Google Analytics
- Adobe Analytics
- Product Analytics
- A/B Testing
- Design Systems
- Design Thinking
- Service Design
- Persona Development
- Empathy Mapping
- Workshop Facilitation
- Voice of Customer (VoC)
- Customer Feedback Platforms
- Accessibility Standards / WCAG
- Agile / Scrum
- DesignOps
- Product Management Collaboration
- Insurance or Financial Services Domain Experience
Benefits
Diversity Inclusion:
At Exavalu, we are committed to building a diverse and inclusive workforce. We welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law. We nurture a culture that embraces all individuals and promotes diverse perspectives, where you can make an impact and grow your career.
Exavalu also promotes flexibility depending on the needs of employees, customers and the business. It might be part-time work, working outside normal 9-5 business hours or working remotely. We also have a welcome back program to help people get back to mainstream after a long break due to health or family reasons.
